With up to 20% global call center market share, the Philippines has overtaken India to emerge as the world’s largest BPO destination and industry leader in contact center outsourcing. Cloud contact centers are 27% cheaper and experience 35% less downtime than their on-premise counterparts. As of 2017, 62% of organizations have moved to a cloud-hosted call center software solution. The adoption rate of cloud-based contact centers was 2.2% in 2008. 
The cloud-based contact center market is forecast to reach $24.11 billion by 2023 at a CAGR of 25%. In China, the world’s second-largest economy, the call center industry is anticipated to grow to $87.4 billion by 2027 at a CAGR of 5.2%. The global call center market that includes contact centers, multimedia access centers, and customer interaction centers is predicted to peak at $496 billion by 2027, propelled by the changing needs of businesses due to the Covid-19 pandemic. The software market for call centers was worth $20.5 billion in 2020. 57.7% – call centers with customer interaction by phone. (Statista, 2019). 13% – call centers with annual revenues of more than $25 billion. 66% – global call centers located in the US. Global Call Center Market Size and Market Share Here are the key findings of our call center market research. Call centers are also now switching to cloud-hosted solutions due to the many benefits such as faster deployment, easier implementation, greater flexibility and scalability, enhanced security, and efficient management of field agents. Whatever the name, the call center has become a unified hub of communication tools, allowing for a direct connection with customers on various channels, platforms, and devices. 
Most industry users prefer the term “contact center,” which aptly reflects its omnichannel capability. The call center has been transformed by the way customers communicate with companies–through various digital and online channels. Call Center Customer Service Statistics.Call Center Channels & Usage Statistics.You’ll get to know key data points like call center market size, usage, and future scenarios in one convenient place.
The call center statistics we culled below on the state of the call center industry will be of great value. This is but the latest in the continuous disruption of the industry, things that you need to keep abreast of whether you are a vendor, developer, user, or an industry observer. They get the capabilities for interactive voice response (IVR), computer telephony integration (CTI), automatic call distributor (ACD), predictive dialer, and call analytics, among others, augmenting their help desk and customer support operations. But where before call centers are typically outsourced to providers for a large sum of money, today, the availability of cost-efficient call center software allows small businesses to tap into this channel. It’s the nearest experience to face-to-face engagement.
In the age of chats and social media, a call center is still key to managing customer queries. Check out our report on Call Center Software Statistics for 2022. A new version of this article, featuring the latest data and statistics, is available.
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